About Us

BriefCatch is the premier legal writing assistant, seamlessly integrating with Microsoft Word and Outlook to deliver real-time, AI-powered editing suggestions tailored for the legal profession. Trusted by 45+ of the AmLaw 200 law firms, 70+ federal and state judicial chambers, and tens of thousands of attorneys across the private and public sectors, BriefCatch is the go-to tool for precision and clarity in legal writing. With high ARR, ACV, and NRR metrics, we are a venture-backed SaaS provider entering an exciting new phase of innovative AI-product development.

About the Role

The Customer Success Manager (CSM) is a critical partner in achieving our mission to deliver world-class support and success to our clients. You will work across the customer journey, from onboarding and training to ongoing engagement and renewals. By aligning client goals with BriefCatch’s capabilities, you will be vital in driving satisfaction, retention, and expansion among our enterprise clients.

This role is remote, with occasional travel for team meetings and client events.

Key Responsibilities

• Assist in customizing roll-out plans and defining success metrics tailored to client goals.
• Provide technical assistance to ensure seamless implementation of BriefCatch within enterprise environments.
• Deliver administrator and user training sessions, including creating and evolving training collateral in partnership with Marketing.
• Conduct regular account reviews for key accounts to share utilization insights and discuss opportunities for expanded adoption.
• Host office hours to provide expert advice and support for user questions.
• Monitor product utilization and leverage insights for proactive outreach.
• Facilitate a feedback loop by capturing user input and sharing it with Product, Marketing, and Development teams.
• Collaborate with Sales on upsell opportunities, renewal strategies, and discussions.
• Track, analyze, and report on key success metrics, including product utilization and customer satisfaction surveys (e.g., NPS).

Qualifications

• Experience: 3+ years in customer success, account management, or a related role in a SaaS company. Experience with the legal industry is strongly preferred.
• Skills: Strong relationship-building, data analysis, and problem-solving skills. Familiarity with customer success platforms like Gainsight is preferred. Able to help with Tier 1 support issues and familiarity with MS Word/plugins.
• Education: Bachelor’s degree in business, law, or a related field. A legal degree is highly advantageous but not essential.
• Mindset: Passion for driving customer satisfaction and success, with a proactive, collaborative approach.
• Tools: Proficiency in tools like HubSpot, Microsoft Office, Google Workspace, ChatGPT, Claude, and Gemini.

Why Join Us?

• Opportunity to make a meaningful impact in a rapidly scaling SaaS company.
• Collaborative, mission-driven culture with a commitment to innovation and excellence.
• Competitive compensation, equity, and benefits package.
• Professional development opportunities and room for growth as we expand.